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Exam Number : ISO20KF
Exam Name : IT Service Management Foundation Bridge based on ISO/IEC 20000:2018
Vendor Name : Exin
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ISO20KF Exam Format | ISO20KF Course Contents | ISO20KF Course Outline | ISO20KF Exam Syllabus | ISO20KF Exam Objectives


Title: IT Service Management Foundation Bridge based on ISO/IEC 20000:2018

Test Detail:
The IT Service Management Foundation Bridge based on ISO/IEC 20000:2018 certification is offered by EXIN. It is designed for IT professionals who have already obtained an ITIL Foundation certification and want to expand their knowledge and skills in IT service management aligned with the ISO/IEC 20000 standard. The certification provides an understanding of the key concepts and principles of ISO/IEC 20000 and its relationship with ITIL.

Course Outline:
The IT Service Management Foundation Bridge course covers the essential aspects of ISO/IEC 20000:2018 and its alignment with ITIL. The course aims to bridge the knowledge gap between ITIL Foundation and ISO/IEC 20000. The following is a general outline of the key areas covered in the certification program:

1. Introduction to ISO/IEC 20000:
- Overview of IT service management and its importance
- Introduction to ISO/IEC 20000 and its purpose
- Key terms and definitions in ISO/IEC 20000
- Relationship between ISO/IEC 20000 and ITIL

2. ISO/IEC 20000 Requirements and Processes:
- Understanding the structure of ISO/IEC 20000:2018
- Requirements of the ISO/IEC 20000 standard
- Service management processes and their alignment with ITIL
- Documentation and records management in ISO/IEC 20000

3. ISO/IEC 20000 Certification and Audits:
- Certification process and requirements for ISO/IEC 20000
- Roles and responsibilities in the certification process
- Conducting internal audits and management reviews
- Continual improvement and the PDCA (Plan-Do-Check-Act) cycle

4. Relationship between ITIL and ISO/IEC 20000:
- Alignment of ITIL with ISO/IEC 20000 processes
- ITIL best practices and their applicability to ISO/IEC 20000
- Benefits of integrating ITIL and ISO/IEC 20000 frameworks
- Achieving service excellence through combined approaches

Exam Objectives:
The IT Service Management Foundation Bridge certification exam assesses candidates' understanding of ISO/IEC 20000:2018 and its relationship with ITIL. The exam objectives include, but are not limited to:

1. Demonstrating knowledge of ISO/IEC 20000 key concepts and principles.
2. Understanding the requirements and processes of ISO/IEC 20000:2018.
3. Recognizing the certification process and roles in ISO/IEC 20000.
4. Identifying the relationship between ITIL and ISO/IEC 20000.

Syllabus:
The IT Service Management Foundation Bridge certification program typically includes self-study materials or instructor-led training provided by EXIN or authorized training providers. The syllabus provides a breakdown of the topics covered throughout the course, including specific learning objectives and milestones. The syllabus may include the following components:

- Introduction to ISO/IEC 20000
- ISO/IEC 20000 Requirements and Processes
- ISO/IEC 20000 Certification and Audits
- Relationship between ITIL and ISO/IEC 20000
- Exam Preparation and Practice Tests
- Final IT Service Management Foundation Bridge Certification Exam



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Exin 20000:2018 certification

 

Dubai Customs Earns ISO 20000 Certification

As part of its efforts to adopt best practices, Dubai Customs earned ISO (20000-1:2005) certification approved by ITSME.

ISO 20000 includes high profile standards for the technological service level rendered by organizations to their staff and clients.

Dubai Customs is now considered to be the first customs administration and government department in the Middle East and Dubai respectively to earn ISO 20000 Certification.

This reflects the technological service and system’s development featuring Dubai Customs over the past years.

 Dubai Customs was one of the leading government departments in delivering electronic services pacing with the government trends by introducing a number of systems and programmes.

The Certification was given out by the certification Body officials to Mr. Ahmed Butti Ahmed, the Director General of Dubai Customs in the presence of Mr. Juma Al Gaith, the Executive Director of Customs Development Division.

Mr. Butti praised the project team at the IT department for their efforts to conform customs current business processes with ISO 20000 standards.

“Dubai Customs was keen over the past years on providing all internal and external users with higher quality standards in connection with technical support services accompanying IT systems making great strides in this respect,” said Mr. Butti.

“Earning the ISO 2000 Certification would enhance customs clients’ confidence in their current software and applications which will consequently improve their satisfaction level with their service delivery standards and contribute to improving the business environment and processes internally,” he maintained.

“The ongoing improvement in IT service delivery standards comes in line with their strategic plan 2007-2011 in terms of attracting the best human and technological resources and adopting the best international practices”, he added.

“Dubai Customs was very keen on providing intensive training for the IT Infrastructure Library (ITIL) Certification project team which comprises of almost 30 employees. The ITIL certification would provide them with a good knowledge about the best IT systems worldwide,” he said.

The conformity of customs current processes to ISO 20000 standards is a critical factor for promoting internal and external clients’ IT service delivery standards including swift response to technological problems, minimizing technical error rate and clarity of the processes in place for all users.


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